Customer Education Manager

It’s fun to work at a company where people truly believe in what they are doing!

Job Summary:

The Customer Education Manager is the architect and operational leader of Epiq’s customer learning ecosystem. This role is responsible for building and scaling the Epiq University education program, leading a team of trainers, and ensuring customers achieve confidence and proficiency across the Epiq AI and Epiq Discovery product suites.

• Own the end‑to‑end strategy, design, and execution of the Epiq customer education program, including curriculum frameworks, learning paths, certification models, and digital learning experiences.
• Lead, mentor, and develop a high‑performing team of customer education specialists and trainers responsible for delivering virtual, on‑demand, and live training across Epiq AI and Epiq Discovery.
• Build, launch, and continually optimize the Epiq University learning portal, ensuring a scalable, intuitive, self‑service education environment for global customers.
• Partner with Product, Engineering, Customer Experience, and Support teams to translate complex product functionality, especially AI‑driven workflows, into clear, accessible educational content.
• Oversee the creation and maintenance of high‑quality training assets, including learning modules, video walkthroughs, quick‑start guides, certification tests, and interactive tutorials.
• Establish education standards, learning taxonomies, course templates, and measurement frameworks to ensure consistency, quality, and continuous improvement.
• Drive adoption and reduce friction by aligning education strategies with customer onboarding, product releases, change management cycles, and evolving AI capabilities.
• Conduct ongoing assessments of customer skill gaps, training effectiveness, and content performance to inform program enhancements and roadmap prioritization.
• Implement and manage learning technologies (LMS/LXP), analytics tools, and content‑production systems to scale delivery and improve learner experience.

• 5–7+ years of experience in customer education, training, instructional design, or related roles within SaaS, enterprise software, or data‑driven platforms.
• 2–3+ years of people‑leadership experience, including coaching, performance management, and scaling training or education teams.
• Proven success building and managing a customer education program, academy, university, or structured certification environment.
• Strong ability to translate complex technical, AI, and workflow concepts into clear, engaging educational materials for varied audiences.
• Hands‑on experience with LMS/LXP platforms, digital learning design tools, training delivery methods, and modern education technologies.
• Experience collaborating closely with Product, Engineering, and Customer Experience teams to align education with product roadmaps and customer journeys.
• Deep familiarity with eDiscovery, legal tech, AI‑enabled tools, or compliance‑driven environments is highly preferred.

• Experience creating certification programs, role‑based curricula, or scaled online learning environments.
• Knowledge of instructional design methodologies (ADDIE, SAM, Bloom’s Taxonomy, etc.).
• Expertise in learning analytics, education KPIs, and content lifecycle management.

The Compensation range for this role is 95,500 to 119,500 USD annually and may be eligible for an annual bonus.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Must be authorized to work in the United States for any employer.

• Location-based market rate for the role
• Your abilities in relation to the job specification
• Performance during screening and interview
• Pay parity with the wider team in the considered location

Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.

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